“SERVICOM”, an acronym for Service Compact with all Nigerians, was launched on the 21st of March 2004. Based on Presidential directives, all MDAs were to prepare and publish a Charter not later than the first day of July, 2004. Amongst other things, the SERVICOM Charter is designed to inform the general public of what services to expect, how to expect it and clear processes on how to seek redress when there is service failure i.e. when the customers’ expectations are not met.
The Board’s Service Charter therefore provides information in clear and simple terms, on all the Board’s activities and how all its Customers can access them. It also provides adequate information on redress mechanisms in the case of service failure. It is hoped that Customers will take advantage of the information contained in this Service Charter to demand their right for good service.
They should also be assured that all identified service failures, would be dealt with expeditiously and effectively, in a most professional manner.
The entire Staff of the Board are also advised to acquaint themselves with all the promises made in this document, as they form the standards expected of them while delivering service to the public. This document will constantly be reviewed, as the Board continues to evolve new and more efficient ways of delivering quality service will emerge.
Petroleum Equalisation Fund (Management) Board was established by decree 9 of 1975 as amended by Decree No.32 of 1989 (now Chapter 352 of the Laws of the Federation 1990) are: –
- To apply the laws of the Federal Republic of Nigeria as they affect the Uniform Pricing System, in ensuring that Each marketing company com- plies with the laws regarding the management of the transportation equalisation process, and
- To equalise the transportation differentials in white product marketing
The Executive Secretary is the Chief Administrative Officer of the Board.
The purpose of this Charter is to make available in documented form, information to our stake-holders and the general public on the Board’s activities and its commitment to provide efficient and effective service.
Petroleum Products for All.
To the Public
To partner with other stakeholders in ensuring effective distribution of petroleum products for sustainable development.
To be a prime and transparent organisation for the timely reimbursement of marketers’ transportation claims.
A place of pride to work in a conducive work environment where hard work, honesty and transparency are rewarded.
To the state
A responsible, accountable and efficient parastatal, facilitating the distribution of petroleum products nationwide at approved prices.
- People First
- One Team
OBLIGATIONS OF PEF(M)B TO CLIENTS ARE:
The Board’s Staff shall treat clients with:
- Courtesy, etc.
OBLIGATIONS OF CLIENTS TO PEF(M)B ARE:
- Presentation of genuine and correct documents to the Board.
- Abiding by the rules and regulations of the Board.
- Respect of the right of staff to perform their lawful duties.
The Board is open to feedback suggestions and complaints therefore, SERVICOM Desk Officers are available in the Head office and all our Zonal Offices & Depots nationwide, to address any issue as it concerns the Boards service delivery.
Suggestions and complaints could also be forwarded through any of the suggestion boxes at the 21 NNPC Depots nationwide and DAPPMA facilities.
Contact Focal Officer:
Mr. Umar Usman Ja’afar
Letters are addressed to the
Plot 542 Cadastral Zone, B09,
Shehu Yar’Adua way,
Comments, addressed to the
Petroleum Equalisation Fund (Mgt.) Board,
Could also be forwarded to the Board through e-mail,
letter, fax, by telephone or website as follows:
Servicom Desk Offices/Zones
Lagos Zonal Office
Plot 7, Balarabe Musa Crescent,
Ibadan Zonal Office
3, Prince Sijuade Street,
Idi Ishin, Jericho Ibadan,
Enugu Zonal Office
10A Ajali Crescent, Near Brown and Brown
Independence Layout, Enugu, Enugu State.
Port Harcourt Zonal Office
No 7, close A,
Ibinye drive Rumurolu, off Woji Road,
Port Harcourt, Rivers State
Kaduna Zonal Office
No.8, Shehu Crescent Off,
Sultan Road, Adjacent Adamawa Governor’s Lodge,
Kaduna, Kaduna State
Gombe Zonal Office
No. 9 Alabura S. Kudi Crescent,
Adjacent FRSC New GRA,
Gombe, Gombe state.
The Board confers with its stakeholders on how to improve service delivery. We therefore encourage our stakeholders to partner with us in the following
- Make constructive comments as vital ingredients in helping us to monitor and improve the relevance and quality of our services.
- Attend scheduled meetings quarterly within or outside the Board as may be scheduled.
- Abide by any and all legal requirements and other obligations that clients are to meet in order to be eligible for services sought.
- Nigeria National Petroleum Corporation (NNPC)
- Department of Petroleum Resources (DPR)
- Petroleum Products Pricing Regulatory Agency (PPPRA)
- Independent Petroleum Marketers Association of Nigeria (IPMAN)
- Depot and Petroleum Products Marketers Association of Nigeria (DAPPMAN)
- Nigerian Association of Road Transport Owners (NARTO)
- Major Marketers
- General Public
Whilst we make every effort to maintain the highest standards we recognise that there may be some occasions when we fail to satisfy the particular requirement of certain customers we shall therefore have in place procedures to investigate and remedy any areas of concern.
If dissatisfied, the following channels are available to seek redress:
- Write an official complaint to the Executive Secretary or the General Manager, Corporate Services Department.
- Report details of grievances to the Head of the Office where the service failure occurred.
- Drop your comment or complaint in the Suggestion Box at the Reception Area in the Board’s Headquarters.
- Contact the Head of the SERVICOM Unit.
- You can also report service failure or emergencies by calling or sending a text message to the listed telephone numbers.
In such circumstances we would ensure:
- To acknowledge any formal complaint within 24 hours.
- To respond quickly to a customer’s concern or complaint within a maximum of five (5) working days. If for any reason this is not possible, we will write to the customer promptly to explain why we have not been able to finalise the matter quickly. We will also let the customer know when we will contact him/her again.
- To keep the customers informed weekly on the status of the complaint if the investigation/resolution of the complaints is likely to take more than one (1) week.
The Board’s activities and projects are in the public domain and therefore open for assessment by stakeholders. However, the Board’s project and key performance indicators are monitored on regular bases by the Operations Departments and other relevant Sections and Units of the Board. Other Organizations that monitor the activities and performance of the Board are the Federal Audit, Internal Audit and Relevant Committees on National Assembly.
The Board has provided a lift, as an alternative to the staircase in order to aid movement of customers with disability.
The Board has its own limitations and constraints, but these will not greatly affect the achievement of its Mission and Vision statements due to the strategies adopted by the Management.
The Charter is an evolving document designed to be reviewed regularly to reflect the current state of the Board’s services, for the benefit of customers and stakeholders. In view of the above, the Board resolved that the review of the charter shall be as at when due